Customer Intelligence for B2C Service

Use this data to predict when your customers need help so you can proactively offer service on the proper channel. By tracking a customer’s digital behaviors, such as pages visited, actions taken or not taken, downloads, and length of inactivity, you can define sophisticated business rules to offer service when and where it’s needed. Improve customer retention and loyalty by defining, tracking, and offering your high-value customers the highest-value service.

Give your service agents a complete view of each customer—including relevant key data points—directly in the agent desktop. Customize your agents’ interface and choose the most insightful information to display, including aggregated sales data, returns, marketing touchpoints, channel preferences, loyalty information, asset information from ERP, and more. With this real-time information, agents deepen their understanding of the customer and can become trusted advisors as they deliver service.

In addition to a complete view into customer history, Oracle Unity also gives them live reporting and visual insight into real-time digital behavior so they can deliver a personalized, differentiated service experience.

Using digital behavior data and trends, you can develop actionable, prescriptive agent recommendations. Guide agents with recommended actions to offer an extended warranty, cross-sell complementary products, or update the severity of a case.

With agents spending less time collecting and sorting through customer information, they can focus on the customer—building trust while improving their own productivity.

Attribute-based routing can match your customer with the agent best fit to provide them service using data points like a customer’s propensity to buy/churn, their spending, income bands, or frequently purchased brands to define specific segments.

Use the insights from your customer service interactions to enrich your marketing campaigns and prevent inappropriate—or unwanted—marketing touchpoints. With access to a complete data profile, you can deliver marketing that’s contextually aware of service incidents. If a service incident is actively ongoing, make adjustments so your customer isn’t inundated with marketing communications.

• Help agents deliver quality, digital-first service experiences by providing access to real-time customer intelligence
• Prioritize service for high-value customers
• Build customer loyalty by offering more personalized, timely service when it matters, responding to service signals, and quickly resolving issues
• Increase revenue by offering better customer service experiences and personalized cross-selling opportunities
• Improve service process efficiency with faster access to relevant data, more efficient routing, and prescriptive agent guidance

Customers are demanding more from your customer service organization. Oracle's vision for the future of customer service is digital-first service driven by predictive, unique, and hyper-convenient experiences. Delivering digital-first service requires having insightful customer intelligence at your fingertips.